U.S. patent application number 14/008063 was filed with the patent office on 2014-01-23 for systems and methods for providing a service quality measure.
The applicant listed for this patent is Perwaiz Nihal. Invention is credited to Perwaiz Nihal.
Application Number | 20140025429 14/008063 |
Document ID | / |
Family ID | 46932326 |
Filed Date | 2014-01-23 |
United States Patent
Application |
20140025429 |
Kind Code |
A1 |
Nihal; Perwaiz |
January 23, 2014 |
SYSTEMS AND METHODS FOR PROVIDING A SERVICE QUALITY MEASURE
Abstract
A processor based method of determining a service quality
category measure, the method comprising receiving a service event
attribute reflecting a service event over a period of time, and
automatically correlating the service event attribute with a
service quality category to determine a service quality category
measure. A processor-based method of providing a service quality
category measure, the method comprising receiving a service quality
category measure where the service quality category measure
represents a correlation of a service event attribute with a
service quality category, and providing the service quality
category measure to a graphic interface.
Inventors: |
Nihal; Perwaiz; (Dublin,
NH) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Nihal; Perwaiz |
Dublin |
NH |
US |
|
|
Family ID: |
46932326 |
Appl. No.: |
14/008063 |
Filed: |
March 28, 2012 |
PCT Filed: |
March 28, 2012 |
PCT NO: |
PCT/US12/31026 |
371 Date: |
September 27, 2013 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
61468965 |
Mar 29, 2011 |
|
|
|
Current U.S.
Class: |
705/7.32 |
Current CPC
Class: |
G06Q 30/0203 20130101;
G06Q 10/06311 20130101; G06F 19/00 20130101; G16H 40/20
20180101 |
Class at
Publication: |
705/7.32 |
International
Class: |
G06Q 30/02 20060101
G06Q030/02; G06Q 50/22 20060101 G06Q050/22 |
Claims
1. A processor based method of determining a service quality
category measure, the method comprising: receiving a service event
attribute reflecting a service event over a period of time; and
automatically correlating the service event attribute with a
service quality category to determine a service quality category
measure.
2. The method of claim 1 wherein: the service event attribute
comprises a service request attribute; the service quality category
comprises a plurality of service quality categories; and the
plurality of service quality categories comprises at least one
selected from the group consisting of: i) a comfort category; ii) a
communication category; and iii) a care category.
3. The method of claim 1 wherein: the service event attribute
comprises a service request attribute; the service quality category
comprises a plurality of service quality categories; and the
plurality of service quality categories comprises at least one
selected from the group consisting of: i) a cleanliness category;
ii) a quietness category; iii) a communication sub-category; and
iv) a pain management category.
4. The method of claim 3 wherein: the plurality of service quality
categories further comprises at least one selected from the group
consisting of: i) a responsiveness category; and ii) a discharge
information category.
5. The method of claim 1 wherein: the service event attribute
comprises a service request attribute of a service request
initiated by a patient in a health care facility; and the service
quality category comprises at least one service quality category
correlating to an HCAHPS measure.
6. The method of claim 1 wherein: the service event attribute
comprises a service assessment attribute of a service assessment of
a health care provider; and the service quality category comprises
at least one service quality category correlating to an HCAHPS
measure.
7. The method of claim 1 wherein the method further comprises
correlating the service quality category measure to a predicted
service quality category measure.
8. The method of claim 7 further comprising: receiving a third
party service quality category measure; comparing the third party
service quality category measure to the service quality category
measure to create an actual category measure difference; comparing
the third party service quality category measure to the predicted
service quality category measure to create an actual predicted
measure category difference; the step of correlating the service
quality measure utilizing a predicting model; and updating the
predicting model based on the actual category measure difference
and the predicted measure category difference.
9. The method of claim 8 wherein: the service event comprises a
plurality of service events in a health care facility; the service
quality category comprises a plurality of service quality
categories correlating to HCAHPS measures; and the third party
service quality category measure comprises a HCAHPS result.
10. The method of claim 1 further comprising: receiving a new
service event with at least one new service event attribute within
the period of time; determining an updated service quality category
measure based on the new service event attribute and the service
event attribute; and determining a trending measure associated with
the updated service quality category measure reflecting a trend
between the service quality category measure and the updated
service quality category measure.
11. The method of claim 1 wherein: the service quality category
comprises a plurality of service quality categories; and the step
of correlating the service event attribute with a service quality
category to determine a service quality category measure comprises:
correlating the service event attribute with at least one of the
plurality of service quality categories; and tabulating the service
quality category measure as a sum of the service event attributes
correlated to the at least one of the plurality of categories over
the period of time.
12. The method of claim 1 wherein a service process defect is
associated with the service event attribute and a suggested
improvement event is communicated to a service provider based on
the service process defect.
13. A processor-based method of providing a service quality
category measure, the method comprising: receiving a service
quality category measure; the service quality category measure
representing a correlation of a service event attribute with a
service quality category; and providing the service quality
category measure to a graphic interface.
14. The method of claim 13 further comprising: receiving an updated
service quality category measure; and providing the updated service
quality category measure to the graphic interface at a near real
time.
15. The method of claim 13 wherein: the service event attribute
comprises a service request attribute of a service request
initiated by a patient in a health care facility; and the service
quality category comprises at least one service quality category
correlating to at least one HCAHPS measure.
16. The method of claim 13 wherein the service quality category
measure is a predicted service quality category measure of at least
one HCAHPS measure.
17. The method of claim 13 wherein providing the service quality
category measure to a graphic interface further comprises:
receiving a user selection of a service quality category measure
representation associated with the service quality category
measure; the service quality category measure comprising a
plurality of service quality category attributes; and providing the
plurality of service quality category attributes on the graphic
interface.
18. The method of claim 17 wherein providing a plurality of
attributes on the graphic interface further comprises providing a
plurality of service quality category sub-attributes upon a user
selection of one of the plurality of service quality category
attributes.
19. A processor based method, the method comprising: presenting at
least one menu screen on a graphic interface, the at least one menu
screen having at least one selectable service request attribute
corresponding to a service request; recognizing a selection of the
selectable service request attribute as a user selection; and
communicating the user selection to a service quality category
measure system whereby a service quality category measure can be
determined.
20. The method of claim 19 wherein: the service request attribute
is related to a service quality category measure; and the service
quality category measure is associated with an HCAHPS measure.
21. The method of claim 19 wherein the at least one selectable
service request attribute is related to a service quality category,
the service quality category comprising at least one selected from
the group consisting of: i) a comfort category; ii) a communication
category; and iii) a care category.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application claims the benefit of U.S. App. No.
61/468,965, filed on Mar. 29, 2011, entitled "SYSTEMS AND METHODS
FOR PROVIDING SERVICE QUALITY CONTROL", the entire contents of
which is incorporated herein by reference.
STATEMENT REGARDING FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT
[0002] Not Applicable
REFERENCE TO SEQUENCE LISTING, A TABLE, OR A COMPUTER PROGRAM
LISTING COMPACT DISC APPENDIX
[0003] Not Applicable
BACKGROUND
[0004] In hospitality based industries, customer/client feedback is
very important to the service provider, giving the service provider
important information regarding how the provided services can be
improved. In some situations, customer/client feedback can also
contribute to an assessment of the service provider within their
respective industry. In still other situations, the customer/client
feedback can have an impact on funding provided to the service
provider, impacting the level and quality of services that the
service provider is able to provide.
BRIEF SUMMARY
[0005] The following summary is included only to introduce some
concepts discussed in the Detailed Description below. This summary
is not comprehensive and is not intended to delineate the scope of
protectable subject matter, which is set forth by the detailed
description and the claims presented at the end.
[0006] Conventional technologies for enabling service providers to
generate self assessment measures suffer from a variety of
deficiencies. In particular, conventional technologies for
generating self assessment measures are limited in that
conventional technologies do not generate self assessment measures
that are based on the industry or government standards that are
ultimately used to assess the service providers. Conventional
technologies do not generate predicted assessment measures that can
be used to improve the services while the services are being
provided in an effort to positively impact the future results of
the industry or government based assessments. Conventional
technologies do not provide near real time predicted assessments on
an ongoing basis that provide service providers with trending
information associated with the services provided.
[0007] Embodiments disclosed herein significantly overcome such
deficiencies and provide a system that includes a computer system
and/or software executing a service quality category measure
providing process that receives a service event attribute
reflecting a service event over a period of time, and automatically
correlates the service event attribute with a service quality
category to determine a service quality category measure. In an
example embodiment, the service quality category measure providing
process provides the service quality category measure to a graphic
interface.
[0008] In other words, the service quality category measure
providing process receives a services event attribute reflecting a
service event, such as a service request. The service request may
be received from a service recipient receiving services provided by
a service provider. In an example embodiment, the service quality
category measure providing process automatically correlates the
service event attribute with a service quality category to
determine a service quality category measure. In an example
embodiment, the service quality category measure providing process
then provides the service quality category measure to a graphic
interface, for example, to report the service quality category
measure to a service provider. This may give the service provider
important service assessment information in near real time,
allowing the service provider the opportunity to improve the
services that are provided to service recipients. By providing
assessment information on an ongoing basis, the service provider
can determine how the assessment is trending, for example, with
respect to time.
[0009] In an example embodiment, the service quality category
measure providing process receives a service event attribute
reflecting a service event over a period of time. The service
quality category measure providing process automatically correlates
the service event attribute with a service quality category to
determine a service quality category measure. In an example
embodiment, the service request attribute may comprise a service
request, and the service quality category may comprise a plurality
of service quality categories. The plurality of service quality
categories may comprise at least one selected from the group
consisting of a comfort category, a communication category, and a
care category.
[0010] In an example embodiment, the service event attribute
comprises a service request attribute. The service quality category
comprises a plurality of service quality categories where the
plurality of service quality categories comprises at least one
selected from the group consisting of a cleanliness category, a
quietness category, a communication sub-category (i.e.,
communication with doctors, communication with nurses, and/or
communication about medicines), and a pain management category. The
plurality of service quality categories may further comprise a
responsiveness category and/or a discharge information
category.
[0011] In an example embodiment, the service event attribute may be
a service request initiated by a patient in a health care facility,
and the service quality category may comprise at least one service
quality category that correlates to an HCAHPS measure.
[0012] In an example embodiment, the service event attribute may
comprise a service assessment. The service quality category may
comprise a plurality of service quality categories where the
plurality of service quality categories comprise at least one
selected from a comfort category, a communication category, and a
care category. The service quality category may comprise a
plurality of service quality categories, where the plurality of
service quality categories comprises at least one selected from the
group consisting of a responsiveness category, and a discharge
information category. The plurality of service quality categories
may further comprise at least one selected from the group
consisting of a cleanliness category, a quietness category, a
communication sub-category, and a pain management category.
[0013] In an example embodiment, the service request attribute may
comprise a service assessment of a health care provider, and the
service quality category may comprise at least one service quality
category correlating to an HCAHPS measure.
[0014] In an example embodiment, the service quality category
measure providing process may correlate the service quality
category measure to a predicted service quality category
measure.
[0015] In an example embodiment, the service quality category
measure providing process receives a third party service quality
category measure. The service quality category measure providing
process compares the third party service quality category measure
to the service quality category measure to create an actual
category measure difference. The service quality category measure
providing process then compares the third party service quality
category measure to the predicted service quality category measure
to create an actual predicted measure category difference. In an
example embodiment, the step of correlating the service quality
measure utilizes a predicting model. The service quality category
measure providing process may update the predicting model based on
the actual category measure difference and the predicted measure
category difference.
[0016] In an example embodiment, the service event comprises a
plurality of service events in a health care facility, and the
service quality category comprises a plurality of service quality
categories correlating to HCAHPS measures. The third party service
quality category measure comprises a HCAHPS result.
[0017] In an example embodiment, the service event attribute
comprises a service request attribute of a service request
initiated by a patient in a hospital, and the service quality
category measure is communicated to a graphic interface in near
real time.
[0018] In an example embodiment, the service quality category
measure providing process receives a new service event with at
least one new service event attribute, within the period of time.
The service quality category measure providing process determines
an updated service quality category measure based on the new
service event attribute and the service event attribute. The
service quality category measure providing process also determines
a trending measure associated with the updated service quality
category measure reflecting a trend between the service quality
category measure and the updated service quality category
measure.
[0019] In an example embodiment, the service quality category
comprises a plurality of service quality categories. The step of
correlating the service event attribute with a service quality
category to determine a service quality category measure comprises
correlating the service event attribute with at least one of the
plurality of service quality categories, and then tabulating the
service quality category measure as a sum of the service event
attributes correlated to at least one of the plurality of
categories over the period of time.
[0020] In an example embodiment, a service process defect is
associated with the service event attribute and a suggested
improvement event is communicated to a service provider based on
the service process defect.
[0021] In an example embodiment, the service quality category
measure providing process receives a service quality category
measure where the service quality category measure represents a
correlation of a service event attribute with a service quality
category. The service quality category measure providing process
provides the service quality category measure to a graphic
interface. In some embodiments, the service quality category
measure providing process receives an updated service quality
category measure, and provides the updated service quality category
measure to the graphic interface at a near real time.
[0022] In an example embodiment, the service event attribute
comprises a service request attribute of a service request
initiated by a patient in a health care facility, and the service
quality category comprises at least one service quality category
correlating to at least one HCAHPS measure.
[0023] In an example embodiment, the service event attribute
comprises a service assessment attribute of a service assessment
initiated by a health care provider. The service quality category
comprises at least one service quality category correlating to at
least one HCAHPS measure.
[0024] In an example embodiment, the service quality category
measure is a predicted service quality category measure of at least
one HCAHPS measure.
[0025] In an example embodiment, the service quality category
measure providing process provides a suggested improvement event
based on the service event attribute and the service quality
measure.
[0026] In an example embodiment, the service quality category
measure providing process provides the service quality category
measure to a graphic interface by receiving a user selection of a
service quality category measure representation associated with the
service quality category measure. The service quality category
measure comprises a plurality of service quality category
attributes. The service quality category measure providing process
provides the plurality of service quality category attributes on
the graphic interface.
[0027] In an example embodiment, the service quality category
measure providing process provides a plurality of service quality
category sub-attributes upon a user selection of one of the
plurality of selectable service quality category attributes.
[0028] In an example embodiment, the service quality category
measure providing process modifies an appearance of a service
quality category measure representation based on at least one
service quality measure threshold associated with the service
quality category measure.
[0029] In an example embodiment, the service quality category
measure providing process presents at least one menu screen on a
graphic interface, where the menu screen has at least one
selectable service request attribute corresponding to a service
request. The service quality category measure providing process
recognizes a selection of the selectable service request attribute
as a user selection, and communicates the user selection to a
service quality category measure system whereby a service quality
category measure can be determined. In some embodiments, the
selectable service request attribute may be a free text entry
field.
[0030] In an example embodiment, the service request attribute is
related to a service quality category measure, and the service
quality category measure is associated with an HCAHPS measure.
[0031] In an example embodiment, at least one selectable service
request attribute is related to a service quality category. The
service quality category comprises at least one selected from the
group consisting of a comfort category, a communication category,
and a care category.
[0032] In an example embodiment, the service request attribute
comprises a service request related to a service quality category.
The service quality category comprises at least one selected from
the group consisting of a cleanliness category, a quietness
category, a communication sub-category (such as communication with
doctors, communication with nurses and/or communication about
medicines), a pain management category, a responsiveness category,
and a discharge information category.
[0033] Embodiments disclosed herein relate to quality control
systems and measures, such as a service quality category measure
system executing a service quality category measure providing
process, in particular systems and methods that are based on
information provided by a service recipient receiving services from
a service provider.
[0034] Embodiments disclosed herein also relate to the field of
Customer Service, which for example and not for limitation can
include health care, hospitality, retail, call centers, restaurants
and food service etc. More particularly, embodiments disclosed
herein may provide a mechanism and methodology for gauging quality
of service and doing quality control by using service requests and
assessments as a `service process defect`. Some embodiments can
track, aggregate and provide timely and continuous feedback to
service providers that can help them react and improve base
processes used in their service.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
[0035] In order that the manner in which the above-recited and
other advantages and features of embodiments disclosed herein are
obtained, a more particular description of embodiments disclosed
herein briefly described above will be rendered by reference to
specific embodiments thereof which are illustrated in the appended
drawings. Understanding that these drawings depict only typical
embodiments and are not therefore to be considered to be limiting
of its scope, embodiments disclosed herein will be described and
explained with additional specificity and detail through the use of
the accompanying drawings in which:
[0036] FIG. 1 illustrates a high level overview of one embodiment
of the systems and methods disclosed herein.
[0037] FIG. 2 illustrates a general process diagram of one
embodiment of the methods disclosed herein.
[0038] FIG. 3A illustrates a process diagram including entities of
one embodiment of the methods of embodiments disclosed herein.
[0039] FIG. 3B illustrates a general overview process diagram of
one embodiment of the methods disclosed herein.
[0040] FIG. 4A illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process receives a service event attribute reflecting a
service event over a period of time, according to one example
embodiment disclosed herein.
[0041] FIG. 4B illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process correlates the service quality category measure
to a predicted service quality category measure, according to one
example embodiment disclosed herein.
[0042] FIG. 5A illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process automatically correlates the service event
attribute with a service quality category to determine a service
quality category measure, according to one example embodiment
disclosed herein.
[0043] FIG. 5B illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process automatically correlates the service event
attribute with at least one of a plurality of service quality
categories to determine a service quality category measure,
according to one example embodiment disclosed herein.
[0044] FIG. 6A illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process receives a service quality category measure,
according to one example embodiment disclosed herein.
[0045] FIG. 6B illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process provides the service quality category measure to
a graphic interface, according to one example embodiment disclosed
herein.
[0046] FIG. 7 illustrates a flowchart of a procedure performed by
the system of FIG. 1, when the service quality category measure
providing process presents at least one menu screen on a graphic
interface, according to one example embodiment disclosed
herein.
[0047] FIG. 8 illustrates an overview of the elements of one
embodiment of a service quality measure system.
[0048] FIG. 9 illustrates one embodiment of a processor based
embodiment of a service quality measure system.
[0049] FIG. 10 illustrates one embodiment of a computer program
product according to one embodiment of the service quality measure
system.
[0050] FIG. 11 illustrates an example screen shot of one embodiment
of a patient perspective indicator.
[0051] FIG. 12 illustrates an example screen shot of one embodiment
of a plurality of service quality category sub-attributes provided
by the service quality category measure system.
DETAILED DESCRIPTION OF THE INVENTION
[0052] Systems and methods to provide service quality control and
service quality measure, such as a service quality category measure
system executing a service quality category measure providing
process, will now be described in detail with reference to the
accompanying drawings. It will be appreciated that, while the
following description focuses on a system that provides service
quality measure for a medical service provider embodiment, the
systems and methods disclosed herein have wide applicability. For
example, the service quality category measure system and methods
described herein may be readily employed with retail, restaurant,
computer support, data communication support or any other service
provider environment where the service recipient has a dialog or
other communication with the service providers. Notwithstanding the
specific example embodiments set forth below, all such variations
and modifications that would be envisioned by one of ordinary skill
in the art are intended to fall within the scope of this
disclosure.
[0053] Embodiments disclosed herein provide a system that includes
a computer system and/or software executing a service quality
category measure providing process that receives a service event
attribute reflecting a service event over a period of time, and
automatically correlates the service event attribute with a service
quality category to determine a service quality category measure.
In an example embodiment, the service quality category measure
providing process provides the service quality category measure to
a user interface such as a graphic interface.
[0054] In an example embodiment, the service event is a service
request initiated by a patient in a health care facility, and the
service quality category correlates to at least one industry
standard measure, such as but not limited to a Hospital Consumer
Assessment of Healthcare Providers and Systems (HCAHPS)
measure.
[0055] One Example Embodiment of Methods of Providing a Service
Quality Category Measure:
[0056] In one embodiment of the service quality category measure
methods, the methods comprise receiving at least one service event
attribute from the service recipient, and automatically determining
a quality measure, such as a service quality category measure, of
the service provider from the service request. Using a hospital
setting as an example for illustration and not for limitation, the
service recipients would be patients that have the ability to make
service requests directly or indirectly through any device that
provides a user interface such as, but not limited, to a personal
computer, a tablet computer, a personal digital assistant, a
handheld communications device, a voice activated device, or a
telephone which is used to receive service requests and communicate
them or otherwise share them with the service provider and the
service provider system. The service provider in this example is
the hospital and hospital staff providing the service. The service
provider is able to receive the service requests for response and
is able to store, consolidate, analyze and manipulate data
representing the request and response.
[0057] In another example embodiment, the service quality category
measure system may be used in any hospitality industry. In this
example embodiment, the service quality category measure may be an
industry standard associated with the services provided by the
hospitality service provider. The service quality category measure
may also be based on a government standard.
[0058] One embodiment of service quality category measure system 40
is shown in FIG. 1. The service quality category measure system 40
executes the service quality category measure providing process 55.
A service recipient, for example, a patient in a hospital, makes a
service request for action, for example, using Patient Bedside
Panel PC operating as a user interface, here illustrated as a
client interface 5. The client interface 5 may be any type of user
interface or graphic interface that accepts input from a user. An
input device (e.g., one or more user/developer controlled devices
such as a keyboard, mouse, touch pad, voice activated device,
etc.), such as a graphic interface, allows a user to provide input
commands to the client interface 5.
[0059] The service request impacts feedback of the service quality
category measure system 40. For example, service requests are
aggregated, and an increase in service requests reduces a service
quality category measure. By tracking and updating the service
requests received, statistics related to the requests, such as a
running average of requests, can be computed. These statistics can
be plotted over a time period to indicate improvement, worsening or
no change in the statistics. Service requests and statistics
selected to reflect quality control can be used to provide service
quality category measures. In an example embodiment, the service
requests are non-emergency service requests. Providing users with a
Patient Bedside Panel PC offloads non-emergency patient requests
from the hospital call button to the service quality category
measure system 40.
[0060] As shown, but not necessary in all embodiments, some
embodiments categorize requests into categories such as, but not
limited to, Care, Communication and Comfort. Requests made in
categories can be used to define measures for feedback, service
quality, service quality control, and service quality measure. By
calculating and tracking other statistics, such as historical rates
of requests and running averages of requests, other measures, such
as trends of service quality can be determined. As shown in this
embodiment, as the Patient Perspective Indicator, but not necessary
in all embodiments, the measures can also be outputted to a
reporting or display system such as desktop widget or a
measure/icon on an executive dashboard rendered on any type of user
interface, such as a graphic interface 20A.
[0061] Not shown in FIG. 1, but contemplated and described later,
if the requests and measures are carefully defined, they can be
used to predict similar measures that may be calculated by other
systems and other parties.
[0062] FIG. 2 illustrates a process followed by one embodiment of
the methods of providing service quality measure. As shown, the
process steps include generating a service event attribute 222 and
providing that service event attribute to a step where a service
database is updated 252 and providing the service event attribute
to a step where a service event attribute notification is generated
243. In one embodiment, the database and notification generation is
done within the service quality category measure system. The
notification is provided to the service provider where they provide
a corrective action service 244. When the service is conducted, the
database is also updated 252. From the database entries, measures
are determined at 253. An alert service, such as an executive
dashboard can be updated at 256 and the information from the
methods can be used as input to a continuous process improvement
step 290.
[0063] FIG. 3A illustrates another embodiment of methods of the
service quality category measure providing process. As shown, the
methods include steps generally broken out by three different
entities that are likely to be involved with that step. As shown,
the service recipient performs a few steps and receives actions in
other steps. The service provider, directly, indirectly or through
the service quality category measure system performs a few steps.
And as shown, in some embodiments, a third party can be involved
and perform some steps in the process.
[0064] Referring to the steps of FIG. 3A, the process starts with
the service recipient generating a service event attribute 322.
This service event attribute is received by the service provider at
342. These service event attributes may be in the form of any type
of service request of the service provider. These service event
attributes may also be service assessment attributes. The service
event attribute may be either selected from a list of pre-populated
items or questions, or may be free-form text entry as well. In one
embodiment, three broad areas or dimensions for requests (and
assessment) are defined as Comfort, Communication and Care. Within
these categories, the requests can comprise, but are not limited
to: cleanliness requests, quietness requests, communication
requests (such as communication with doctors, communication with
nurses, and/or communication about medicines), responsiveness
requests, pain management requests, and discharge information
requests. Examples of typical requests include: "I need to ask my
doctor some follow-up questions", "I need more pain medication", "I
have questions about what I need to do after I go home", "I need my
room cleaned again", "I need to speak with my nurse", "My call
button doesn't seem to be working", "I have questions about my
medication and dosage", and "My room is very noisy". Assessments
and assessment attributes may also have similar categories.
[0065] With this service event attribute, the service provider then
may provide the service at 344 (and the service recipient may
receive the service at 324) as well as uses this service event
attribute to correlate to a quality measure at 346. The service
event attribute and quality measure may also be correlated to a
predicted quality measure at 348.
[0066] As discussed herein, a quality measure, such as a service
quality category measure, is any measure of the service provided by
the service provider. Example measures include, but are not limited
to service process defects, service recipient satisfaction,
timeliness of response, number of service requests, and number of
service requests over time. In one embodiment, the measure can
comprise measures such as Comfort Measures such as Cleanliness of
the Hospital and Quietness of the hospital; Communication Measures
such as Communication with doctors, Communication with nurses and
Communication about medicines; and Care Measures such as
Responsiveness of hospital staff, Discharge Information and Pain
Management. In one preferred embodiment, one quality measure
comprises a running average of an individual type or of categories
of measures, and another quality measure can be the trending of the
running average to show whether it is improving, worsening or not
changing.
[0067] As discussed herein, a predicted quality measure is a
measure that may also be used to predict another measure. For
example, and not for limitation, in a hospital environment, the
quality measure can measure service attributes that very closely
parallel the measures of a HCAHPS (Hospital Consumer Assessment of
Healthcare Providers and Systems) survey and the predicted quality
measure can be an expected score in a HCAHPS category. In one
embodiment, the HCAHPS includes Six Composite Measures
[Communication with Nurses (comprised of three HCAHPS survey
items); Communication with Doctors (comprised of three HCAHPS
survey items); Responsiveness of Hospital Staff (comprised of two
HCAHPS survey items); Pain Management (comprised of two HCAHPS
survey items); Communication About Medicines (comprised of two
HCAHPS survey items); Discharge Information (comprised of two
HCAHPS survey items)]; Two Individual Items (Cleanliness of
Hospital Environment and Quietness of Hospital Environment); and
Two Global Items (Recommend the Hospital and Overall Hospital
Rating). Additionally, the HCAHPS Expanded Survey may include an
additional Composite Measure, "About You" (comprised of five HCAHPS
survey items). In an example embodiment, HCAHPS survey items may be
or include HCAHPS survey questions. An example embodiment of an
HCAHPS survey is described below.
[0068] HCAHPS categories include the HCAHPS measures from the
survey instrument as defined in the CAHPS Hospital Survey (HCAHPS)
Quality Assurance Guidelines, Version 6.0, March 2011, and Version
7.0, March 2012, as published by Center for Medicare & Medicaid
Services which are herein incorporated by reference in their
entirety. As should be evident when comparing the quality measures
described above, they purposely align with the categories and
measures of the HCAHPS allowing some quality measures to serve as
predicted quality measures. As described for the quality measures,
statistics can be kept for averages of predicted quality measure
and trends related to that measure can be determined and provided
as system feedback.
[0069] The correlation of the service event attribute to a measure
may be helpful in some embodiments where the service recipient's
user interface allows some free form requests or the request as
presented do not directly align with a measure. For these
embodiments, the service event attribute may be pre-categorized to
correlate or otherwise be related to a measure, and these service
event attributes may be presented as service requests in a
pull-down type menu to the service recipient. For free form
embodiments of making service event attributes, text elements or
context of the service event attribute may be used to correlate a
service event attribute to a measure.
[0070] Referring back to FIG. 3A, the quality measure and the
predicted quality measure are stored in the service database 352.
It is understood that although the illustration describes
correlating measure prior to updating the database, the service
event attribute data can also be stored in the database first, and
then used to determine/correlate the quality and predicted quality
measures.
[0071] Having determined the quality measure and the predicted
quality measure, these measures are outputted at steps 353 and 354.
The process of outputting quality measure at 354 may include
determining a trend measure that reflects a trend between a service
quality category measure, and an updated service quality category
measure. The process of outputting quality measure at 354 may also
include determining a threshold, associated with the service
quality category measure that is reflected in the service quality
category measure representation when the service quality category
measure representation is rendered on a graphic interface.
[0072] Generally, this process results in an output of feedback
from the service, based on service recipients, suggesting areas for
improvement and providing an ongoing metric to assess progress. The
output may be provided live, and may be provided to an output
device such as a computer interface. The interface can provide a
detailed representation of the data, or provide a summary like an
executive dashboard icon or widget having color codes such as red,
green and yellow when bad, good or warning levels of measures are
detected. The output may also provide additional manipulations of
data in the database to include running averages of the data,
trending of the data and other statistical metrics to help
understand the data.
[0073] In some embodiments, the methods further comprise
aggregating the service event attributes for analysis and culling
actionable data from the service event attributes.
[0074] In some embodiments, the methods also include incorporating
steps or data from a third party. As shown, a third party may also
provide a survey for the service recipient to complete at step 326.
The third party can consolidate the responses of the survey, and
provide them in step 382 to the service provider. The service
provider can receive the results at step 357, and use them to
compare to the measures from the system at 355. As part of the
methods and continuous process improvement, the comparison results
can be used to update the methods of correlating the service event
attributes to the measures at 356.
[0075] One result of this embodiment is that based on the number of
service event attributes received, the methods can accurately
predict the nature of HCAHPS scores the hospital would receive.
These methods provide an ability to aggregate real-time data into
actionable items, and provide a means of improving HCAHPS scores
well before the HCAHPS scores will be determined.
[0076] FIG. 3B illustrates a process diagram of one embodiment of a
general overview of the method of determining a service quality
category measure. The service quality category measure providing
process receives a service event attribute at 342. The service
event attribute reflects a service event over a period of time. To
determine a service quality category measure, at 346, the service
quality category measure providing process automatically correlates
the service event attribute with a service quality category. At
348, the service quality category measure providing process also
correlates the service quality category measure to a predicted
service quality category measure.
[0077] At 355, the service quality category measure providing
process receives a third party service quality category measure.
The service quality category measure providing process then
compares the third party service quality category measure to the
service quality category measure to create an actual category
measure difference. The service quality category measure providing
process also compares the third party service quality category
measure to the predicted service quality category measure to create
an actual predicted measure category difference. This step of
correlating the service quality measure utilizes a predicting
model. At 356, the service quality category measure providing
process updates the quality measure correlation and the predicted
quality measure correlation by updating the predicting model based
on the actual category measure difference and the predicted measure
category difference.
[0078] The process of correlating may be any type of direct or
probabilistic comparison of data representing the measures. For
illustration only, and not for limitation, suitable models for
correlation include deterministic or probabilistic models or static
or dynamic models. In one embodiment, the correlation is performed
by a pre-determined set of measures and service event attributes
that are mapped to other measures and service event attributes
through fields of a database.
[0079] FIG. 4A is an embodiment of the steps performed by the
service quality category measure providing process when it receives
a service event attribute reflecting a service event over a period
of time.
[0080] In step 200, the service quality category measure providing
process receives a service event attribute reflecting a service
event over a period of time. In an example embodiment, the service
event may be a result of a service request entered by a service
recipient, for example, to notify a service provider of a service
process defect. The service quality category measure providing
process receives the service request in the form of a service
event. The service event may be comprised of a plurality of service
event attributes. For example, the service event attributes may
include information associated with the service request, the
service recipient who entered the service request, the service
provider tasked with resolving the service request, the time of the
service request, information associated with a running average of
similar service events over a time period, a deadline by which the
service request must be addressed, resolution of the service
request, etc. In step 201, the service quality category measure
providing process automatically correlates the service event
attribute with a service quality category to determine a service
quality category measure.
[0081] In an example embodiment, the service event attribute
comprises a service request attribute. The service quality category
comprises a plurality of service quality categories where the
plurality of service quality categories comprises at least one
selected from the group consisting of a comfort category, a
communication category, and a care category.
[0082] In an example embodiment, the service event attribute
comprises a service request attribute. The service quality category
comprises a plurality of service quality categories where the
plurality of service quality categories comprises at least one
selected from the group consisting of a cleanliness category, a
quietness category, a communication sub-category, and a pain
management category. The communication sub-category may include
communication with doctors, communication with nurses, and/or
communication about medicines. In an example embodiment, the
plurality of service quality categories further comprises at least
one selected from the group consisting of a responsiveness
category, and a discharge information category.
[0083] In an example embodiment, the service event attribute
comprises a service request attribute initiated by a patient in a
health care facility. The service quality category comprises at
least one service quality category correlating to an HCAHPS
measure.
[0084] In an example embodiment, the service event attribute
comprises a service assessment attribute. The service quality
category comprises a plurality of service quality categories where
the plurality of service quality categories comprises at least one
selected from the group consisting of a comfort category, a
communication category, and a care category.
[0085] In an example embodiment, the service event attribute
comprises a service assessment attribute. The service quality
category comprises a plurality of service quality categories where
the plurality of service quality categories comprises at least one
selected from the group consisting of a responsiveness category,
and a discharge information category. In an example embodiment, the
plurality of service quality categories further comprises at least
one selected from the group consisting of a cleanliness category, a
quietness category, a communication sub-category (such as
communication with doctors, communication with nurses and/or
communication about medicines), and a pain management category.
[0086] In an example embodiment, the service event attribute
comprises a service assessment attribute of a service assessment of
a health care provider. The service quality category comprises at
least one service quality category correlating to an HCAHPS
measure.
[0087] In step 202, the service quality category measure providing
process correlates the service quality category measure to a
predicted service quality category measure. The predicted service
quality category measure is a prediction of the service quality
category measure with respect to the received service event
attribute. In an example embodiment, when the service quality
category measure providing process correlates the service event
attribute with a service quality category to determine a service
quality category measure, the service quality category measure
providing process then also correlates the service quality category
measure to a predicted service quality category measure to refine
the service quality category measure.
[0088] In an example embodiment, a service process defect is
associated with the service event attribute. In an example
embodiment, the service request may be associated with a "service
process defect". When the service quality category measure
providing process receives the service event, this "service process
defect" may be one of the service event attributes associated with
the service event. The service quality category measure providing
process may communicate a suggested improvement event to a service
provider based on the service process defect associated with the
service event. The suggested improvement event is a suggestion to
address the service process defect.
[0089] FIG. 4B is an embodiment of the steps performed by the
service quality category measure providing process when it
correlates the service quality category measure to a predicted
service quality category measure.
[0090] In step 203, as described above in step 202, the service
quality category measure providing process correlates the service
quality category measure to a predicted service quality category
measure. In step 204, the service quality category measure
providing process receives a third party service quality category
measure. In an example embodiment, the third party service quality
category measure may be provided, for example, by a previous
service recipient who is now providing feedback based on the
quality of service that the service recipient received from the
service provider. In another example embodiment, the third party
service quality category measure may be provided by a third party
who may provide industry evaluations associated with service
providers. In step 205, the service quality category measure
providing process compares the third party service quality category
measure to the service quality category measure to create an actual
category measure difference. In step 206, the service quality
category measure providing process compares the third party service
quality category measure to the predicted service quality category
measure to create an actual predicted measure category difference.
In step 207, the service quality category measure providing process
utilizes a predicting model during the step of correlating the
service quality measure. In an example embodiment, the predicting
model provides information enabling the service quality category
measure providing process to correlate the service quality category
measure to the predicted service quality category measure to refine
the service quality category measure to more likely to reflect an
actual service quality category measure that will eventually be
provided by, for example, a third party. In step 208, the service
quality category measure providing process updates the predicting
model based on the actual category measure difference and the
predicted measure category difference.
[0091] The predicting model may be any type of predictive model,
such as a statistical model, to predict or extrapolate a measure
based on past measures. For illustration only, and not for
limitation, suitable statistical models include linear regression
analysis or moving averages of selected measures.
[0092] In an example embodiment, the service event comprises a
plurality of service events in a health care facility. The service
quality category comprises a plurality of service quality
categories correlating to HCAHPS measures, and the third party
service quality category measure comprises a HCAHPS result. For
example, a patient who was recently hospitalized may fill out an
HCAHPS survey related to their recent hospital stay. Those HCAHPS
results are reported back to the hospital. The third party service
quality category measure may comprise the HCAHPS results reported
back to the hospital. An example embodiment of an HCAHPS survey is
described below.
[0093] In an example embodiment, the service event attribute
comprises a service request attribute of a service request
initiated by a patient in a hospital. The service quality category
measure is communicated to a graphic interface in near real
time.
[0094] FIG. 5A is an embodiment of the steps performed by the
service quality category measure providing process when it
automatically correlates the service event attribute with a service
quality category to determine a service quality category
measure.
[0095] In step 209, the service quality category measure providing
process automatically correlates the service event attribute with a
service quality category to determine a service quality category
measure. In step 210, the service quality category measure
providing process receives a new service event with at least one
new service event attribute within the period of time. For example,
the service quality category measure providing process continually
receives service events as service recipients enter new service
requests. For each service request entered into the system, the
service quality category measure providing process receives a
respective new service event with at least one new service event
attribute. In step 211, the service quality category measure
providing process determines an updated service quality category
measure based on the new service event attribute, and the service
event attribute. In step 212, the service quality category measure
providing process determines a trending measure associated with the
updated service quality category measure where the trending measure
reflects a trend between the service quality category measure and
the updated service quality category measure. In an example
embodiment, the service quality category measure providing process
determines an updated service quality category measure. Based on
the previous service quality category measures, the service quality
category measure providing process determines a trending measure.
In an example embodiment, the service quality category measure
providing process may render this trending measure on the graphic
interface to notify the service provider of the trend as new
service events are entered into the system. Providing trending
measures in specific quality categories notifies service providers
of areas where service quality efforts are resulting in quality
measures that are improving, declining, or remaining the same.
[0096] A trending measure may be determined by any type of
statistical model such as but not limited to moving average
models.
[0097] FIG. 5B is an embodiment of the steps performed by the
service quality category measure providing process when it
automatically correlates the service event attribute with a service
quality category to determine a service quality category
measure.
[0098] In step 213, the service quality category measure providing
process automatically correlates the service event attribute with a
service quality category to determine a service quality category
measure. In an example embodiment, the service quality category
comprises a plurality of service quality categories. In step 214,
the service quality category measure providing process correlates
the service event attribute with at least one of the plurality of
service quality categories. The plurality of service quality
categories may include a comfort category, a communication
category, and a care category. The plurality of service quality
categories may also include a responsiveness category, a discharge
information category, a cleanliness category, a quietness category,
a communication sub-category (communication with doctors,
communication with nurses and/or communication about medicines),
and a pain management category. In step 215, the service quality
category measure providing process tabulates the service quality
category measure as a sum of the service event attributes
correlated to the at least one of the plurality of categories over
the period of time. In an example embodiment, as shown in FIG. 1
the service quality category measure providing process 55 tabulates
the service quality category measure as running averages. The
average requests over the period of time are plotted to indicate
whether the service provided are improving, worsening or staying
the same. In another example embodiment, the service quality
category measure providing process 55 calculates the service
quality category measure as a sum of service event attributes over
the period of time, where each of the service event attributes are
correlated to one of the plurality of categories.
[0099] FIG. 6A is an embodiment of the steps performed by the
service quality category measure providing process when it receives
a service quality category measure.
[0100] In step 216, the service quality category measure providing
process receives a service quality category measure. The service
quality category measure represents a correlation of a service
event attribute with a service quality category. In an example
embodiment, a service recipient submits a service request to a
service provider. In response, the service quality category measure
providing process receives a service quality category measure that
is determined based on the service request. In step 217, the
service quality category measure providing process provides the
service quality category measure to a graphic interface. The
service quality category measure measures may be outputted to a
reporting or display system such as desktop widget or a
measure/icon on an executive dashboard. The service quality
category measure may be outputted to any type of interface. In an
example embodiment, as depicted in FIG. 1, a service quality
category measure may be outputted to a graphic interface as a
Patient Perspective Indicator.
[0101] In step 218, the service quality category measure providing
process_receives an updated service quality category measure. In
one example embodiment, after the service quality category measure
providing process has received the service quality category
measure, and provided the service quality category measure to a
graphic interface, the service quality category measure providing
process receives an updated service quality category measure. The
updated service quality category measure is a service quality
category measure that has been generated more recently than the
service quality category measure received, in step 216, by the
service quality category measure providing process. In step 219,
the service quality category measure providing process provides the
updated service quality category measure to the graphic interface
at a near real time. In an example embodiment, when the service
quality category measure providing process receives an updated
service quality category measure, the service quality category
measure providing process provides the updated service quality
category measure to the graphic interface at a near real time.
[0102] In an example embodiment, the service event attribute that
is correlated with a service quality category to determine the
service quality category measure comprises a service request
attribute of a service request initiated by a patient in a health
care facility. The service quality category comprises at least one
service quality category correlating to at least one HCAHPS
measure.
[0103] In an example embodiment, the service event attribute
comprises a service assessment attribute of a service assessment
initiated by a health care provider. The service quality category
comprises at least one service quality category correlating to at
least one HCAHPS measure.
[0104] In an example embodiment, the service quality category
measure is a predicted service quality category measure of at least
one HCAHPS measure. The predicted service quality measure
represents a predicted future HCAHPS measure. The quality of
service offered by the service provider may be assessed by using
service requests as a `service process defect`. By correlating a
service request to a predicted HCAHPS measure, the service quality
category measure providing process allows the service provider to
improve or correct those service process defects with the intent of
positively impacting the future HCAHPS measure.
[0105] Alternatively, in step 220, the service quality category
measure providing process provides a suggested improvement event
based on the service event attribute, and the service quality
measure. A suggested improvement event is a recommendation for
improving the services provided that the service quality category
measure providing process presents to the service provider. In an
example embodiment, the service quality category measure is
provided in response to receipt of a service request. The service
quality category measure providing process also provides a
suggested improvement event based on the received service request.
For example, the service quality category measure providing process
may access a database of suggestions, and may retrieve a suggested
improvement event based on the service event attributes. This
provides the service provider with an opportunity to improve the
services offered while the service recipient is still receiving
those services, and also alerts the service provider to service
areas that may need improvement.
[0106] FIG. 6B is an embodiment of the steps performed by the
service quality category measure providing process when it provides
the service quality category measure to a graphic interface.
[0107] In step 221, the service quality category measure providing
process provides the service quality category measure to a graphic
interface. As shown in the embodiment of FIG. 1, the service
quality category measure providing process 55 provides the service
quality category measure to a graphic interface, for example, in
the form of a Patient Perspective Indicator.
[0108] In step 222, the service quality category measure providing
process receives a user selection of a service quality category
measure representation associated with the service quality category
measure. The service quality category measure may comprise a
plurality of service quality category attributes. In step 223, the
service quality category measure providing process provides the
plurality of service quality category attributes on the graphic
interface. As shown in FIG. 1, the Patient Perspective Indicator
may render a plurality of service quality category attributes, for
example, displaying the service quality category measures according
to service quality attributes, such as the categories of Comfort,
Communication, and Care. In step 224, the service quality category
measure providing process provides a plurality of service quality
category sub-attributes upon a user selection of one of a plurality
of selectable service quality category attributes. In an example
embodiment, a user may select one of the plurality of selectable
service quality category attributes to view additional information
associated with that selected service quality category. In other
words, the user may select the representation of the "Comfort"
category on, for example, the Patient Perspective Indicator as
shown in FIG. 1 to view additional information regarding the
service requests that fall under the "Comfort" category. This
additional information may include, but is not limited to, the
number of service requests in a particular area, the service
recipients entering those service requests, the service providers
tasked with responding to those service requests, the service
providers tasked with preventing the service process defects
associated with those service requests, a deadline by which the
service request must be addressed, etc.
[0109] Alternatively, in step 225, the service quality category
measure providing process modifies an appearance of a service
quality category measure representation based on at least one
service quality measure threshold associated with the service
quality category measure. A threshold may be determined through any
type of statistical model. In an example embodiment, one threshold
may be defined as one standard deviation above the mean, and
another threshold may be defined as one standard deviation below
the mean. The service quality category measure representation may
be rendered on the graphic interface in one color when the
threshold below the mean has been reached, a second color when the
threshold above the mean has been reached, and a third color when
the threshold is well below the mean.
[0110] FIG. 7 is an embodiment of the steps performed by the
service quality category measure providing process when it presents
at least one menu screen on a graphic interface.
[0111] In step 226, the service quality category measure providing
process presents at least one menu screen on a graphic interface
where the menu screen has at least one selectable service request
attribute corresponding to a service request. In an example
embodiment, the service quality category measure providing process
presents a graphic interface. The graphic interface may be any type
of device with an interface, such as, but not limited to, a
personal computer, a handheld communications device, a voice
activated device, etc. In an example embodiment, the menu screen on
the graphic interface is a Patient Bedside Panel PC as shown in
FIG. 1. The menu screen on the Patient Bedside Panel PC may list
the available selections, such as: "I need to ask my doctor some
follow-up questions", "I need more pain medication", "I have
questions about what I need to do after I go home", "I need my room
cleaned again", "I need to speak with my nurse", "My call button
doesn't seem to be working", "I have questions about my medication
and dosage", and "My room is very noisy". The patient may select
one of the available options on the Patient Bedside Panel PC to
enter a service request. In an example embodiment, a service
provider may enter information into the menu screen. The service
provider may perform an action, for example, swiping an employee
badge on a smart card reader, to indicate to the system that a
service provider is entering information into the system via the
menu screen. In step 227, the service quality category measure
providing process recognizes a selection of the selectable service
request attribute as a user selection. In an example embodiment, a
user, such as a patient, selects one of the available options on
the menu screen. The service quality category measure providing
process asks the patient for confirmation of that selection prior
to accepting the service request. In step 228, the service quality
category measure providing process communicates the user selection
to a service quality category measure system whereby a service
quality category measure can be determined. In an example
embodiment, the user selection correlates one to one to a service
quality category. The service quality category measure providing
process communicates that selection to the service quality category
measure system where the service quality category measure can be
determined based on the selection. In an example embodiment, the
service quality category measure providing process receives a
service request from, for example, a patient as a service event.
The service quality category measure providing process also
collects service event attributes associated with the service
events, such as the patient name, patient location, attending
doctor, attending nurse, etc. In an example embodiment, the service
quality category measure providing process communicates a follow up
confirmation to the patient to determine if the patient was
satisfied with the response to the service request. The service
quality category measure providing process adds the patient's
follow up response as a service event attribute to the service
event.
[0112] In an example embodiment, the selectable service request
attribute further comprises a free text entry field. In an example
embodiment, a user, such as a patient, enters the service request
as free form text within a free text entry field. The service
quality category measure providing process receives the service
request, and correlates that free form text to a service quality
category to determine the service quality category measure.
[0113] In an example embodiment, the service request attribute is
related to a service quality category measure, and the service
quality category measure is associated with an HCAHPS measure.
[0114] In an example embodiment, at least one selectable service
request attribute is related to a service quality category, where
the service quality category comprising at least one selected from
the group consisting of a comfort category, a communication
category, and a care category.
[0115] In an example embodiment, the service request attribute
comprises a service request related to a service quality category,
where the service quality category comprising at least one selected
from the group consisting of a cleanliness category, a quietness
category, a communication sub-category (i.e., communication with
doctors, communication with nurse, and communication about
medicines), a pain management category, a responsiveness category,
and a discharge information category.
[0116] In another example embodiment the quality category measure
providing process may be applied to any hospitality industry,
including but not limited to hotels, airlines, restaurants and food
service, etc., where service is provided by service providers, and
received by service recipients. The quality category measure
providing process may be applied to any industry where service
providers are assessed using industry standards, and specifically
where service providers are assessed by third parties. The service
quality category measure may be an industry standard associated
with the services provided by the hospitality service provider. The
service quality category measure may also be based on a government
standard.
[0117] One Example Embodiment of the Service Quality Measure
System:
[0118] The service quality measure system generally provides the
functionality for the methods discussed earlier to be carried out.
And again, for illustration purposes only, one embodiment of the
service quality measure system will be described using a service
environment of a hospital being a service provider to their
patients. It is understood that the systems may be applied to many
other service environments.
[0119] In some embodiments, the service quality measure system
generally comprises a service recipient interface (such as a client
interface 5), a communication network, a service provider interface
(such as a graphic interface 20A), and a service provider system.
FIG. 8 shows one embodiment of the service quality measure system
25 where the system generally includes a client interface 5, a
communications network 65, a service quality category measure
system 40 operated by a service provider, and a third party
provider 35. The client interface 5 can generally be provided by
any type of device that provides an interface for the recipient of
the services of the service provider. The client interface 5 also
provides communication between the user and the service system. In
a preferred embodiment, the client device is a mobile computing
device similar to a laptop computer, iPad, smartphone, PDA or
digital phone in communication with a data network that is in
communication with the service system and the service provider. In
one implementation, the client interface 5 can include a keyboard,
touchscreen and/or pointing device. In another implementation, the
client interface 5 includes a monitor or other display unit for
displaying output and graphical user interfaces.
[0120] The client interface 5 also includes a means to access the
services of the service provider. This means to access can be an
application on the client device such as a common web browser or
software widget to access a service provider web site, or the means
can comprise a custom designed application, such as a proprietary
service request software application that resides on the client
device and provides some service functionality without having to
access the communications network.
[0121] The communication network 65 can be any type of
communications network that allows the client device to communicate
with the services of the service provider. In a preferred
embodiment, the communications network is a data network capable of
providing communications over a data network such as the
Internet.
[0122] In some embodiments, third parties 35 are in communication
with the service. Third parties 35 include those parties that
provide quality control information to the service provider. In a
preferred embodiment, third parties 35 include providers of quality
control metrics such as HCAHPS survey providers. The service
provider may also enter information into the service and get
information from the service using their own client interface which
may be any of the device and interface types described for client
interface 5.
[0123] In some embodiments, service providers 70 are in
communication with the service. Service providers include hospital
personnel that may provide the service to the service recipient
when the service recipient enters a service request using the
service. In an example embodiment, a service provider 70 may enter
information into the service using the client interface 5. The
service provider 70 may perform an action, for example, swiping an
employee badge on a smart card reader, to indicate to the system
that a service provider 70 is entering information into the system
via the client interface 5. The service provider may also enter
information into the service and get information from the service
using their own client interface which may be any of the device and
interface types described for client interface 5.
[0124] Referring to FIG. 8, the service provider utilizes the
service quality category measure system 40 to carry out the methods
discussed earlier. One embodiment of the service provider system
generally comprises a processor 50 in communication with a data
repository or memory 45 capable of storing and retrieving processor
executable instructions in a computer program product 60. In this
embodiment, the service quality category measure system 40 can be
accessed by a graphic interface 20A as may be needed for
configuration or systems management or for outputting system data.
Through this system, the service provider is capable of
registering, activating, maintaining and terminating service for
any client device. The service quality measure system computer
program product 60 is detailed below, but in one embodiment, the
computer program product includes a service quality measure
software application, such as the service quality category measure
providing process 55.
[0125] The various method embodiments of the service quality
measure system will be generally implemented by a computer
executing a sequence of program instructions for carrying out the
steps of the methods, assuming all required data for processing is
accessible to the computer, which sequence of program instructions
may be embodied in a computer program product comprising media
storing transitory and non-transitory embodiments of the program
instructions. One example of a computer-based service quality
measure system is depicted in FIG. 9 herein by which the method of
embodiments disclosed herein may be carried out. One embodiment of
the system includes a processing unit, which houses a processor,
memory and other systems components that implement a general
purpose processing system or computer that may execute a computer
program product comprising media, for example a compact storage
medium such as a compact disc, which may be read by processing unit
through disc drive, or any means known to the skilled artisan for
providing the computer program product to the general purpose
processing system for execution thereby.
[0126] The computer program product may also be stored on hard disk
drives within processing unit or may be located on a remote system
such as a server, coupled to processing unit, via a network
interface, such as an Ethernet interface. The monitor, mouse and
keyboard can be coupled to processing unit through an input
receiver or an output transmitter, to provide user interaction. The
scanner and printer can be provided for document input and output.
The printer can be coupled to processing unit via a network
connection and may be coupled directly to the processing unit. The
scanner can be coupled to processing unit directly but it should be
understood that peripherals may be network coupled or direct
coupled without affecting the ability of workstation computer to
perform the method of embodiments disclosed herein.
[0127] As will be readily apparent to those skilled in the art,
embodiments disclosed herein may be realized in hardware, software,
or a combination of hardware and software. Any kind of
computer/server system(s), or other apparatus adapted for carrying
out the methods described herein, is suited. A typical combination
of hardware and software could be a general-purpose computer system
with a computer program that, when loaded and executed, carries out
the respective methods described herein. Alternatively, a specific
use computer, containing specialized hardware for carrying out one
or more of the functional tasks of embodiments disclosed herein,
could be utilized.
[0128] Embodiments disclosed herein may also be embodied in a
computer program product, which comprises all the respective
features enabling the implementation of the methods described
herein, and which, when loaded in a computer system, is able to
carry out these methods. Computer program, software program,
program, or software, in the present context mean any expression,
in any language, code or notation, of a set of instructions
intended to cause a system having an information processing
capability to perform a particular function either directly or
after either or both of the following: (a) conversion to another
language, code or notation; and/or reproduction in a different
material form.
[0129] FIG. 9 is a schematic diagram of one embodiment of a general
computer system 10. The system 10 can be used for the operations
described in association with any of the computer-implemented
methods described herein. The system 10 includes a processor 85, a
memory 90, a storage device 45, and an input/output device 20. Each
of the components 85, 90, 45, and 20 are interconnected using a
system bus 30. The processor 85 is capable of processing
instructions for execution within the system 10. In one
implementation, the processor 85 is a single-threaded processor. In
another implementation, the processor 85 is a multi-threaded
processor. The processor 85 is capable of processing instructions
stored as a computer program product in the memory 90 or on the
storage device 45 to display information for a user interface on
the input/output device 20.
[0130] The memory 90 stores information within the system 10. In
some implementations, the memory 90 is a computer-readable storage
medium. In one implementation, the memory 90 is a volatile memory
unit. In another implementation, the memory 90 is a non-volatile
memory unit.
[0131] The storage device 45 is capable of providing mass storage
for the system 10. In some implementation, the storage device 45 is
a computer-readable storage medium. In various different
implementations, the storage device 45 may be a floppy disk device,
a hard disk device, an optical disk device, or a tape device. The
program product may also be stored on hard disk drives within the
computer or it may be located on a remote system such as a server,
coupled to processing unit, via a network interface, such as an
Ethernet interface.
[0132] The input/output device 20 provides input/output operations
for the system 10 and may be in communication with a user interface
20A as shown. In one implementation, the input/output device 20 can
include a keyboard, touchscreen and/or pointing device. In another
implementation, the input/output device 20 includes a monitor or
other display unit for displaying output and graphical user
interfaces.
[0133] The features described can be implemented in digital
electronic circuitry, or in computer hardware, firmware, software,
or in combinations of them such as but not limited to digital
phone, cellular phones, laptop computers, desktop computers,
digital assistants, servers or server/client systems. An apparatus
can be implemented in a computer program product tangibly embodied
in a machine-readable storage device, for execution by a
programmable processor; and method steps can be performed by a
programmable processor executing a program of instructions to
perform functions of the described implementations by operating on
input data and generating output. The described features can be
implemented in one or more computer programs that are executable on
a programmable system including at least one programmable processor
coupled to receive data and instructions from, and to transmit data
and instructions to, a data storage system, at least one input
device, and at least one output device. A computer program is a set
of instructions that can be used, directly or indirectly, in a
computer to perform a certain activity or bring about a certain
result. A computer program can be written in any form of
programming language, including compiled or interpreted languages,
and it can be deployed in any form, including as a stand-alone
program or as a module, component, subroutine, or other unit
suitable for use in a computing environment.
[0134] Suitable processors for the execution of a computer program
of instructions include, by way of example, both general and
special purpose microprocessors, and a sole processor or one of
multiple processors of any kind of computer. Generally, a processor
will receive instructions and data from a read-only memory or a
random access memory or both. The elements of a computer are a
processor for executing instructions and one or more memories for
storing instructions and data. Generally, a computer will also
include, or be operatively coupled to communicate with, one or more
mass storage devices for storing data files; such devices include
magnetic disks, such as internal hard disks and removable disks;
magneto-optical disks; and optical disks. Storage devices suitable
for tangibly embodying computer program instructions and data
include all forms of non-volatile memory, including by way of
example semiconductor memory devices, such as EPROM, EEPROM, and
flash memory devices; magnetic disks such as internal hard disks
and removable disks; magneto-optical disks; and CD-ROM and DVD-ROM
disks. The processor and the memory can be supplemented by, or
incorporated in, ASICs (application-specific integrated
circuits).
[0135] To provide for interaction with a user, the features can be
implemented on a computer having a display device such as a CRT
(cathode ray tube), LCD (liquid crystal display) or Plasma monitor
for displaying information to the user and a keyboard and a
pointing device such as a mouse or a trackball by which the user
can provide input to the computer.
[0136] The features can be implemented in a computer system that
includes a back-end component, such as a data server, or that
includes a middleware component, such as an application server or
an Internet server, or that includes a front-end component, such as
a client computer having a graphical user interface or an Internet
browser, or any combination of them. The components of the system
can be connected by any form or medium of digital data
communication such as a communication network. Examples of
communication networks include, e.g., a LAN, a WAN, and the
computers and networks forming the Internet.
[0137] The computer system can include clients and servers. A
client and server are generally remote from each other and
typically interact through a network, such as the described one.
The relationship of client and server arises by virtue of computer
programs running on the respective computers and having a
client-server relationship to each other.
[0138] A functional diagram of one embodiment of the computer
program product capable of executing the described methods is shown
in the functional diagram in FIG. 10.
[0139] As shown, access to the computer program product is provided
by a service recipient interface 620, a service provider interface
640 interacting with processor 642 communicating with the computer
program product 660. The service recipient interface 620 may
operate on a client interface. The service provider interface 640
may operate on a provider interface, such as a graphic interface.
The computer program product 660 may operate on a service quality
measure system. Utilizing the example embodiment, the computer
program product 660 would typically receive a service event
attribute from the service recipient through an input module 661 of
which one is a service event module 661A. This service event is
communicated to the service database 644 which shares the service
event data with a correlation module 667. The correlation module
667 correlates the data from the service event into one of the
measures tracked by the system. The correlation module 667 may
include a comparison module that compares measures, tracked by the
system, during correlation. The correlation module 667 may include
a predicting model that is used when correlating the data from the
service event into one of the measures tracked by the system. The
correlation module 667 may include a tabulating module that
tabulates one of the measures as a sum of service event attributes
correlated to a quality category over a period of time. This
correlated data is then used by the measure module 669 to create
measures with a quality measure module 669A, or a predicted quality
measure module 669B. The measure module 669 may also include a
trending module that determines a trending measure reflecting a
trend between the created measures. The resulting measures may be
shared with the service database 644 and may be used by the output
modules 664 to provide action and/or information from the service.
Examples of suitable output modules 664 include, but are not
limited to a notification module 664A to provide notification to
the service provider, a widget module 664B to provide output to a
widget in the service provider interface, an alert module 664C to
notify the service provider of special requests or special measure
results, and an action module 664D which may be able to
automatically perform an action to address the request. The output
modules 664 may include a threshold module that determines when the
measures have exceeded thresholds. The threshold module may
communicate those exceed thresholds to the widget module 664B.
[0140] In some embodiments, the third party has access to the
system through a third party interface 680. This may allow them to
provide the survey results directly to the service provider system
for use by the computer program product.
[0141] The service provider interface 640 may include a desktop
widget which allows the user to click on any of the area in the
desktop widget enabling a "drill-down" with greater details
relating to the questions and the factors that make up each area.
For example, the desktop widget may have different icons or areas
of the icon that correlate to different measures or different
categories of measures and clinking on that area pulls down a set
of menu choices for more detailed data behind that measure.
[0142] In some embodiments, the measures represent a real time
Service Recipient Perspective Indicator that can be used within a
quality control methodology to help improve service quality
scores.
[0143] Although not shown, the computer program product may include
other modules such as but not limited to: modules to compare the
quality measures and the predicted quality measures to third party
provided measures; modules to refine the algorithms in the
correlation module based on the comparison of service measures to
third party measures; modules to manipulate service data to create
trends or other statistics; and modules to receive third party
survey results.
[0144] FIG. 11 illustrates an example screen shot of a Patient
Perspective Indicator rendered on a graphic interface 20A. In this
example, the Patient Perspective Indicator displays service quality
category measure grouped in the service quality categories of Care,
Comfort and Communication. In an example embodiment, the
representations of the service quality category measure are color
coded to indicate various quality measure thresholds. The
representations change color as each threshold is reached,
providing the user with an at-a-glance near real time assessment of
the service provided to service recipients. In an example
embodiment, the representations also render trending information.
For example, a plus sign rendered on the representation may
indicate that service quality category measure is trending in a
positive direction. A minus sign rendered on the representation may
indicate that the service quality category measure is trending in a
negative direction. Neither a plus nor a minus sign rendered on the
representation may indicate that the service quality category
measure is holding steady. A user, such as a service provider, may
select an area 23 of the desktop widget to "drill-down" with
greater details relating to the questions and the factors that make
up each area.
[0145] FIG. 12 illustrates an example screen shot of additional
information provided by the Patient Perspective Indicator when a
user selects an area of the desktop widget to "drill-down" to view
greater details. The Patient Perspective Indicator is rendered on a
graphic interface 20A. In an example embodiment, selection of an
area 23 of the desktop widget depicted in FIG. 11 results in a
drill-down view of details associated with the Communication
category as shown in FIG. 12. In an example embodiment, the service
quality category measure providing process provides an average
hourly request rate per hospital bed, grouped according to hospital
departments, aggregated over the past 30 days.
[0146] EXAMPLE EMBODIMENT WITH HCAHPS MEASURES:
[0147] In one example embodiment, the service event comprises a
plurality of service events in a health care facility and the
service quality category comprises a plurality of service quality
categories correlating to HCAHPS measures. Using service quality
categories correlating to HCAHPS measures is intended to help
predict an actual HCAHPS result that may be received from an HCAHPS
survey. In this embodiment, the third party service quality
category measure may comprise the HCAHPS result that is reported
back to the health care facility from a survey completed by a
former patient in that health care facility. For example, a patient
who was recently hospitalized may fill out an HCAHPS survey related
to their recent hospital stay. Those HCAHPS results are reported
back to the hospital. In an example embodiment, the HCAHPS results
provide details on what percentage of patients evaluated a
particular area of the hospital (for example, a service quality
category) a "9" or "10" on a 0 to 10 rating scale (with 10 being
the highest) and these results can be used as metrics to be
correlated to the service quality category measures. The original
service quality category measures may be used to predict those
HCAHPS results before they are received and the HCAHPS results may
also be used to update correlations in the service quality category
measure providing process. For example, an increase in running
averages of service requests (problems) may translate into a lower
(i.e., inferior) HCAHPS result. Therefore, the quality category
measure system may correlate the number of service requests to a
service quality category measure, and then compare the service
quality category measure with a predicted service quality category
measure to update a predicting model used to generate the predicted
service quality category measure.
[0148] In this example embodiment, consistent with CAHPS Hospital
Survey (HCAHPS) Quality Assurance Guidelines, Version 6.0, the
HCAHPS survey used to create the HCAHPS result may include the 27
items, or questions listed below, according to their respective
survey grouping A-G which may be used as HCAHPS measures and
service quality categories:
[0149] A. Your Care From Nurses
[0150] 1. During this hospital stay, how often did nurses treat you
with courtesy and respect?
[0151] 2. During this hospital stay, how often did nurses listen
carefully to you?
[0152] 3. During this hospital stay, how often did nurses explain
things in a way you could understand?
[0153] 4. During this hospital stay, after you pressed the call
button, how often did you get help as soon as you wanted it?
[0154] B. Your Care From Doctors 5. During this hospital stay, how
often did doctors treat you with courtesy and respect?6. During
this hospital stay, how often did doctors listen carefully to
you?7. During this hospital stay, how often did doctors explain
things in a way you could understand?
[0155] C. The Hospital Environment 8. During this hospital stay,
how often were your room and bathroom kept clean?9. During this
hospital stay, how often was the area around your room quiet at
night?
[0156] D. Your Experiences in This Hospital 10. During this
hospital stay, did you need help from nurses or other hospital
staff in getting to the bathroom or in using a bedpan?11. How often
did you get help in getting to the bathroom or in using a bedpan as
soon as you wanted?12. During this hospital stay, did you need
medicine for pain?13. During this hospital stay, how often was your
pain well controlled?14. During this hospital stay, how often did
the hospital staff do everything they could to help you with your
pain?15. During this hospital stay, were you given any medicine
that you had not taken before?16. Before giving you any new
medicine, how often did hospital staff tell you what the medicine
was for?17. Before giving you any new medicine, how often did
hospital staff describe possible side effects in a way you could
understand?
[0157] E. When you Left Hospital 18. After you left the hospital,
did you go directly to your own home, to someone else's home, or to
another health facility?
[0158] 19. During this hospital stay, did doctors, nurses or other
hospital staff talk with you about whether you would have the help
you needed when you left the hospital?
[0159] 20. During this hospital stay, did you get information in
writing about what symptoms or health problems to look out for
after you left the hospital?
[0160] F. Overall Rating of Hospital
[0161] Please answer the following questions about your stay at the
hospital named on the cover letter. Do not include any other
hospital stays in your answers.
[0162] 21. Using any number from 0 to 10, where 0 is the worst
hospital possible and 10 is the best hospital possible, what number
would you use to rate this hospital during your stay?
[0163] 22. Would you recommend this hospital to your friends and
family?
[0164] G. About You
[0165] 23. In general, how would you rate your overall health?
[0166] 24. What is the highest grade or level of school that you
have completed?
[0167] 25. Are you of Spanish, Hispanic or Latino origin or
descent?
[0168] 26. What is your race? Please choose one or more.
[0169] 27. What language do you mainly speak at home?
[0170] In another example embodiment, the 27 items or questions
listed above may be grouped into service quality categories
irrespective of the survey grouping A-G. For example, Questions 1,
2 and 3 may be grouped as a service quality category, such as a
communication sub-category, while questions 13 and 14 may be
grouped into a different service quality category, such as a pain
management category, etc.
[0171] In another example embodiment, consistent with CAHPS
Hospital Survey (HCAHPS) Quality Assurance Guidelines, Version 7.0,
the HCAHPS survey may include an extended survey including
questions related to: [0172] Hospital considered patient's
preferences regarding post-discharge health care needs [0173]
Patient understood own responsibilities in managing health
post-discharge [0174] Patient understood the purpose of
post-discharge medications [0175] Patient admitted through the
emergency room [0176] Patient's self-rating of mental or emotional
health
[0177] Although embodiments disclosed herein have been described in
the above forms with a certain degree of particularity, it is
understood that the foregoing is considered as illustrative only of
the principles of embodiments disclosed herein. Further, since
numerous modifications and changes will readily occur to those
skilled in the art, it is not desired to limit embodiments
disclosed herein to the exact construction and operation shown and
described, and accordingly, all suitable modifications and
equivalents may be resorted to, falling within the scope of
embodiments disclosed herein which is defined in the claims and
their equivalents.
[0178] The reader's attention is directed to all papers and
documents which are filed concurrently with his specification and
which are open to public inspection with this specification, and
the contents of all such papers and documents are incorporated
herein by reference. All features disclosed in this specification
(including any accompanying claims, abstract, and drawings) may be
replaced by alternative features serving the same, equivalent or
similar purpose, unless expressly stated otherwise. Unless
expressly stated otherwise, each feature disclosed is one example
only of a generic series of equivalent or similar features.
* * * * *